Advice for option descriptions

You add option descriptions as part of creating custom questions for Auto QM. The Option description field explains what each scoring option represents and provides clear criteria for when to select each option. This field helps to establish consistent scoring standards by defining the boundaries between different options. Each option should have its own description that precisely articulates what conditions must be present in the conversation for that option to be the correct choice.

For example, an evaluation form has the following custom question and options:

Question: Did the agent recap the outcome of the conversation to ensure the customer's understanding?
Options: Yes, no, or N/A.

You could add some of the following option descriptions:

Yes: Select this option when the agent explicitly summarizes actions taken during the call, conclusions reached, and any agreed steps the customer needs to take. The recap must occur before the call conclusion, and the agent must ensure a mutual understanding of what was accomplished.
No: Select this option when actions are taken or points are agreed upon during the call but the agent fails to summarize these actions or points before ending the conversation. Alternatively, select this option when the recap is incomplete and misses key elements discussed.
N/A: Select this option when a recap would be inappropriate or unnecessary due to context, such as calls that get transferred to another department, conversations with only one self-evident point that both parties are clearly aligned on, interactions where no actions were taken or discussed, or when the inquiry was outside the agent's scope.